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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Almost 40 to 50% of them, in fact.

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From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights

Clarabridge

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business.

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CX vs. UX: The Yin and Yang of Customer Loyalty

InteractionMetrics

Get honest feedback to see if you’ve actually solved the customer’s problem. Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. For them to do this, your models must look low fidelity and incomplete.

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Optimize Your Customer Experience Management Strategy

GetFeedback

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Galletto says that companies can start thinking more strategically about the customer experience using the following tactics: Gathering feedback through customer surveys.

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CX leaders: Don’t let empowered consumers pass you by

OpinionLab

I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. By telling you what’s on their mind in their own words, in an easy and convenient manner and then for their feedback to be acted on. How do they want to do this?

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The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

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How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Fred Reichheld had already written several books on loyalty. In those, customers give feedback, and Sprint responds to the feedback. He has an MBA from Purdue University.

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